Operations Manager

Job description - Operations Manager
Operations Manager

This is a leadership role responsible for the running of the building and the team, with overall responsibility to the residents and your accommodation team, ensuring that the building is well run on a day-to- day basis and that residents are happy, safe, and content.

The Operations Manager is responsible for ensuring that a high standard of customer service is provided at all times to maximise revenue generation. This will be achieved through the delivery of residence services and effective staff management. You are responsible for ensuring the future occupancy of the building, looking after lettings, viewings, and sales enquiries for the next academic year. Financial management is a main focus of the role with responsibility, for daily management of budgets, P&L and cost control.

You will be accountable for maintaining the profitability and occupancy of the residence, so a full understanding of the business is vital.

Effective staff management includes responsibility for the overall performance of your team, ensuring they’re coached, reviewed, mentored and supported in their role.

The role is a hands-on position which will require you to be able to balance the serious aspects of the role while providing a social and fun atmosphere to create a community where students want to live and work.

• Actively support new and existing business and revenue generating opportunities by working with the Lead Asset Manager (LAM) to conduct sales viewings and manage the student renewal and expansion process.
• Ensure student retention and revenue generating opportunities through the delivery of a high standard of customer service.
• Maximise residence occupancy to meet and exceed targets, including building and maintaining a summer rental business.

• Develop and maintain relationships with the University/Colleges in your city/region
• Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers’ expectations and service levels, and in line with the National Code of Standards and Now Student Living’s own procedures.
• Provide pastoral care and support to residents.
• Be fully conversant with the residences’ Mental Health awareness protocols; be able to direct students to specialist resources and be able to deal with emergency situations if they arise.
• Conduct judicial reviews where appropriate.
• Ensure revenue generating opportunities through the delivery of a high standard of customer service.
• Manage the student move in and move out process to provide a smooth transition for the customer whilst ensuring all administrative, operational and financial aspects are completed to a high standard.

• Daily management of the residence to the high standards by interpreting and implementing policies and procedures as laid down by Now Student Living.
• Manage all aspects of administration within the residence including electronic and paper-based systems.
• Maintain full and up-to-date knowledge of the Company’s policies, procedures and common practices. Informing the LAM and/or HR of any concerns they may have in relation to suspected gaps in that knowledge.
• Ensuring that all relevant staff are trained and competent in the Company’s policies and procedures.

• Maintain profitability of the residence by maintaining and increasing occupancy and service revenue in line with the budget and targets.
• Assist the preparation of residences budgets.
• Implementation of financial controls having full and up-to-date knowledge of the finance system in line with financial operating procedures.
• Effective and accurate credit control to ensure no…